IT Service Assurance Manager

La Fosse; Greater London; Hybrid; GBP 90,000 - 120,000; Full time

Job summary

La Fosse London is seeking an experienced IT Service Assurance Manager to strengthen supplier governance, improve service performance and ensure strategic technology partners deliver against commitments.

This retained role links business needs with a network of suppliers across infrastructure, networking, cloud and applications, driving accountability and service quality.

Qualifications

• Strong supplier governance and performance management experience.
• Experience managing SLAs, KPIs and contractual obligations.
• Strong stakeholder management and communication skills.
• Knowledge of ITIL/service management practices.
• Experience within SIAM, outsourced IT or complex technology estates.
• A broad understanding of infrastructure, networking and cloud.
• The ability to challenge suppliers and drive accountability.
• Experience operating through technology transformation.

Responsibilities

• Leading service governance across multiple technology suppliers
• Managing SLAs, KPIs and contractual performance
• Running service reviews and governance forums
• Challenging supplier performance and driving improvement plans
• Managing risks, issues and escalations
• Ensuring effective incident, problem and change management
• Supporting service continuity and operational resilience
• Building strong relationships across technology, business and suppliers
• Driving continual service improvement and supplier optimisation

Skills

Supplier governance

SLA/KPI management

Stakeholder management

ITIL knowledge

SIAM experience

Infrastructure/cloud understanding

Challenge supplier accountability

Transformation programs

Job description

London | Flexible Working | Occasional Travel

We are looking for an experienced IT Service Assurance Manager to strengthen supplier governance, improve service performance and ensure strategic technology partners are delivering against their commitments.

This is a retained technology role rather than hands-on technical management, acting as the link between the business and a complex network of technology suppliers across infrastructure, networking, cloud and applications.

You'll take ownership of service assurance and supplier governance, working with senior stakeholders and strategic partners to improve accountability, performance and service quality.

You'll Be Responsible For >

• Leading service governance across multiple technology suppliers


• Managing SLAs, KPIs and contractual performance


• Running service reviews and governance forums


• Challenging supplier performance and driving improvement plans


• Managing risks, issues and escalations


• Ensuring effective incident, problem and change management


• Supporting service continuity and operational resilience


• Building strong relationships across technology, business and suppliers


• Driving continual service improvement and supplier optimisation

You'll ideally bring:

• Strong supplier governance and performance management experience


• Experience managing SLAs, KPIs and contractual obligations


• Strong stakeholder management and communication skills


• Knowledge of ITIL/service management practices


• Experience within SIAM, outsourced IT or complex technology estates


• A broad understanding of infrastructure, networking and cloud


• The ability to challenge suppliers and drive accountability


• Experience operating through technology transformation